Once you’ve navigated to an individual user’s devices, you can check to make sure that each device is registered with our servers. This is particularly important for cases where users are reporting issues making or receiving calls.

Navigate to their User Device section and look up the app in question.

Here's a quick cheat sheet to force re-registration on the other apps:

App

How to Push Registration

Obihai/Polycom/SIP

1. Select Delete next to User Device2. Re-provision the phone (can be done by Admin or user)

Desktop Apps (Mac/Windows/Chrome)

1. Select Delete next to User Device2. Log out & back into desktop app

Note:

iOS, iPad, and Andriod devices don't show a registration timestamp in the Support Portal.

Troubleshoot Call Quality

Let's take a look at all the ways you can troubleshoot call quality, starting with how to look up and investigate a call.

View & Investigate Calls

To view and dive into a user's calls navigate to their user page and select Calls to pull up a rundown of all their placed and received calls in Dialpad.

From here, select the ID to be pulled into the specific call stats, where we'll display info like:

Call Summary (who called who, how long was the call, what time, etc.)

Call ID

Target (who received the call)

Contact (who placed the call)

Endpoint

Direction (inbound or outbound)

Started/Connected/Ended Dates

Description (call direction, time duration)

Diapad Tip:

Click on Ratings from your company page or your individual user page to pull a rundown of all the rated calls.

View WebRTC Stats

Here's where you can troubleshoot your webRTC calls, including common call quality issues like jitter (choppy audio), delay, or one-way audio.

To view the WebRTC Stats, pull up the call in question and click on WebRTC Stats next to the ID, then click on the date to pull up the webRTC stats.

Dialpad Tip:

Keep in mind that the info displayed here is being reported from the app's side.

Call Quality: Jitter

This first graph displays the jitter buffering rates for your call. The blue line is the user experience (incoming packets) on his/her side of the call. The red line is the preferred jitter buffer automatically adjusted by WebRTC in Chrome.

If the red line roughly tracks the blue line, call quality is good. If the blue line is significantly higher than the red line (packets are coming in quicker than they can be buffered) this means dropped packets and a choppy call.

Call Quality: Delay

The second graph displays the round trip time (RTT) of your packets. RTT is the time a packet takes to travel from the client to our server and back. The horizontal axis is timeduring the call, while the vertical axis is the round trip time. From the example above, if we look at the steady state values we can see that at 100 seconds (a min or so in), the RTT is 71 milliseconds.

Here's a quick rundown of RTT values and what they mean in terms of call quality

Time

Quality

Less than 100ms

Good (not noticeable)

100 to 200 ms

Acceptable

200 to 300 ms

Bad

More than 300s

Unacceptable

Call Quality: One-Way Audio

The third graph displays audio levels. The blue line (audio input) is the voice of the Dialpad user. The red line (audio output) is the other person the Dialpad user is talking to. Where you see spikes is where one or both users are speaking.

Take a look at the red line above—callers are experiencing one-way audio, this is how your graph will appear when investigating the call.

Now let's take a look at what a successful call example would look like:

If the call you're looking up is between Dialpad users, make sure to look at these stats from the other user's perspective as well.

Report Call Issues

During the times when you need to report a call issue, the Call Lookup page will provide you with the right information to send over to our support team.

Here's the most important information to include to our team:

User ID - This is the ID from the user experiencing call quality issues. Copy and paste the URL from their User lookup page.

Call Examples - The more examples of poor call quality, the better (for troubleshooting purposes). Copy and paste the URL from the Call Lookup pages of the affected calls.

To Number - The number that received the inbound call. If this is your user, the To Number is their Dialpad number

From Number - The number that initiated the outbound call. If this is your user, the From Number is their Dialpad number. If not, the number will be listed in the Call Summary